Manager, Customer Journey

What you’ll do

Become Part Of An Iconic Brand That Is Set To Revolutionize The All-electric Pick-up Truck & Rugged SUV Marketplace By Achieving The Following

• Develop a comprehensive, end-to-end view of customer journey(s), across all channels and all stages of the journey, from early product discovery through vehicle ownership and disposition
• Gather inputs to the customer journey from different stakeholders across the organization (e.g., Digital Products, Aftersales, Commercial Operations), as well as external providers and vendors
• Identify and map out the interdependencies between departments, teams, processes, and systems that impact the customer journey
• Define and document the technology and processes required to enable the target customer journey
• Develop a framework to prioritize initiatives and projects based on their impact on the customer journey
• Develop and maintain a business case repository for each initiative
• Document the technology stack, systems architecture, and integration points that support the backend of the customer journey, including CRM systems, data warehouses, APIs, and workflow automation tools
• Create comprehensive process documentation outlining the steps involved in delivering key customer touchpoints, such as order fulfillment, vehicle servicing, and post-purchase support
• Regularly review and update documentation to reflect changes in technology, processes, or business requirements, and ensure that all stakeholders have access to the latest information to support informed decision-making and collaboration
• Drive the deployment of customer journey findings and recommendations to all relevant stakeholders, both internal and external, ensuring widespread adoption and alignment with the established vision
• Establish metrics, KPIs, and monitoring mechanisms to track the effectiveness of customer journey initiatives, and proactively identify areas for improvement or adjustment
• Implement measures to reinforce standards established through customer journey efforts, including ongoing training, communication, and accountability measures to ensure sustained compliance and alignment with organizational goals
  
  

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events occasionally. This role may be based out of a Scout Motors office or Remote in the United States. This role is not eligible for remote work in New York City. Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.

What you’ll bring

We Expect All Scouts To Have Integrity, Curiosity, Resourcefulness, And Strive To Exhibit a Positive Attitude, As Well As a Growth Mindset. You’ll Be Comfortable With Change And Flexible In a Fast-paced, High-growth Environment. You’ll Take a Collaborative Approach To Achieve Ambitious Goals. Here's What Else You'll Bring

• Bachelor’s degree in business, finance, economics, engineering, or related field
• 7+ years of experience in retail and/or automotive industry or related sectors. EV experience is a plus.
• 4+ years of experience in customer-centric environment and specifically in a strategic customer experience role
• Demonstrated track record of thriving in dynamic and rapidly changing environments, with the ability to adapt quickly to evolving priorities, market conditions, and organizational needs
• Communicate effectively with cross-functional teams, fostering collaboration and alignment to drive forward momentum and achieve objectives
• Strong problem-solving skills and a proactive mindset, capable of effectively managing ambiguity and making well-informed decisions in situations with incomplete information or uncertain outcomes
• Display flexibility and versatility in approach, embracing ambiguity as an opportunity for innovation and growth rather than a barrier to progress
• Ability to manage and drive projects independently, identifying key interdependencies within the broader organization
• Skillful at organizational navigation and cross-functional collaboration at all levels; ability to develop effective partnerships and relationships
  
  

What you'll gain

Benefits

The benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting – with an iconic brand at its foundation. In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• Competitive insurance including:
• Medical, dental, vision and income protection plans
• 401(k) program with:
• An employer match and immediate vesting
• Generous Paid Time Off including:
• 20 days planned PTO, as accrued
• 40 hours of unplanned PTO and 14 company or floating holidays, annually
• Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
• Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
• Corporate Vehicle Program with:
• Eligibility for 1 assigned vehicle and to lease 1 vehicle at competitive rates
• A mobility stipend
  

Pay Transparency

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range = $130,000-$160,000

Internal leveling code: M8

Notice To Applicants

• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records.
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance.
• Residing in New York City: This role is not eligible for remote work in New York City.